History shows that airlines suffer growing pains during mergers, so flight delays, untracked miles and lost luggage may be inevitable, testing the patience of even the most loyal customers. Meanwhile, rival air carriers will be circling the territory, waiting to pick up any discontented travelers.
Savvy retailers have an opportunity to learn valuable customer retention lessons by observing the American and US Airways marriage. The airlines’ early decisions in the merger process will set the tone for how the customer experience will be post-merger. Those decisions have the potential to distinguish the merged company from its competitors.
What Retailers Can Learn About Customer Retention From the Latest Airline Mega Merger
History shows that airlines suffer growing pains during mergers, so flight delays, untracked miles and lost luggage may be inevitable, testing the patience of even the most loyal customers. Meanwhile, rival air carriers will be circling the territory, waiting to pick up any discontented travelers.
Savvy retailers have an opportunity to learn valuable customer retention lessons by observing the American and US Airways marriage. The airlines’ early decisions in the merger process will set the tone for how the customer experience will be post-merger. Those decisions have the potential to distinguish the merged company from its competitors.